Customer Service - Unity Advisor

Unity Experience Advisor

Office Based - Birmingham | Permanent

We’re looking for a compassionate, customer‑focused Unity Experience Advisor to join our Customer Service team – known here as Unity Experience. As the first point of contact for our customers, you will play a vital role in delivering exceptional, purpose‑led service.

• Responding to customer enquiries via telephone and email with professionalism, empathy and care.
• Providing accurate, efficient support across account servicing, onboarding, payments and customer changes.
• Identifying and resolving customer needs at the first point of contact wherever possible.
• Maintaining accurate records and ensuring all activity complies with internal processes and regulatory standards.
• Escalating complex queries or complaints to Specialists or Leads when appropriate.
• Contributing to continuous improvement by identifying themes, sharing insights and suggesting enhancements.
• Championing Unity Trust Bank’s values in every customer interaction.

• Experience in customer service, ideally within financial services or another regulated environment.
• Confident communication skills, with strong listening ability and genuine empathy.
• A proactive, solutions‑focused mindset and excellent attention to detail.
• Passion for supporting purpose‑led organisations and making a positive difference.
• Confidence learning new systems and adapting to change.
• A collaborative approach and commitment to contributing to a positive, inclusive team culture.